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Global Assistance Coordinator

June 9, 2026

As one of the world's top International Medical Insurance companies, IMG helps individuals and companies of all sizes. Every second of every day, vacationers, those working or living abroad for short or extended periods, people traveling frequently between countries, and those who maintain multiple countries of residence use our products to give themselves global peace of mind®We are looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for travelers. We are now accepting applications to fill our next training class. Job Summary: The Global Assistance Coordinator is the first point of contact for members, providers, and partners who call IMG for medical or travel-related assistance. In this role, you’ll gather essential information, verify key details, create accurate case records, and connect callers with the appropriate clinical, transport, or assistance team—helping ensure timely, coordinated support. This is a position designed to build foundational knowledge in global assistance operations and support future growth into case coordination roles. If you enjoy helping others, communicate well under pressure, and thrive in a fast-paced environment, this may be a great fit Job Details:<ul><li>Location: Indianapolis, IN. Remote & Hybrid scheduling options available</li><li>Day shift schedule</li><li>Schedule will be set by contract, with the team covering 24/7/365</li><li>Qualified candidates must be legally authorized to be employed in the United States. IMG will not be providing sponsorship for employment visa status (e.g., H-1B or TN status) for this position</li></ul> Perks:<ul><li>Monthly performance bonus (*must meet department standards and qualifications)</li><li>Comprehensive Benefits package including Medical / RX / Dental/Vision Insurance</li><li>401k Plan with company match</li><li>Paid Parental Leave </li><li>Tuition Reimbursement </li><li>Paid Time Off</li></ul> Duties and Responsibilities:Handle inbound assistance calls (primary function)<ul style="margin-bottom:11px;"><li style="margin-left:8px;">Answer inbound calls from members, providers, facilities, and partners with a calm, professional, customer-focused approach.</li><li style="margin-left:8px;">Use approved scripts, prompts, and protocols based on caller type, program, and service guidelines.</li><li style="margin-left:8px;">Identify the reason for the call and route to the appropriate team (clinical, transport, travel, or other assistance) following established procedures.</li><li style="margin-bottom:11px;margin-left:8px;">Support accurate intake and routing for higher-acuity categories such as travel assistance, admissions, guarantees of payment, and return of mortal remains (ROMR).</li></ul>Complete intake and create cases<ul style="margin-bottom:11px;"><li style="margin-left:8px;">Collect required details including member identifiers, caller information, location, reason for call, symptoms/onset, facility details, and relevant travel information.</li><li style="margin-left:8px;">When appropriate, document medical intake details such as presenting concern, diagnosis (if known), admission status, and facility information.</li><li style="margin-bottom:11px;margin-left:8px;">Create and update case records in CCMT/Dynamo with strong attention to accuracy and completeness.</li></ul>Support eligibility verification<ul style="margin-bottom:11px;"><li style="margin-left:8px;">Use group administration systems and/or client rosters to validate eligibility when required.</li><li style="margin-bottom:11px;margin-left:8px;">Recognize when eligibility or benefit questions should be escalated to Precertification or Benefit Review.</li></ul>Document accurately and complete administrative tasks<ul style="margin-bottom:11px;"><li style="margin-left:8px;">Create new member, provider, or facility profiles when needed.</li><li style="margin-left:8px;">Save and upload documentation correctly and follow data-handling procedures to protect sensitive information (including clearing templates as required).</li><li style="margin-bottom:11px;margin-left:8px;">Document call details and actions taken so the next team member can continue work without unnecessary re-contact.</li></ul>Route cases and set tasks<ul style="margin-bottom:11px;"><li style="margin-left:8px;">Route cases to the correct queue (e.g., Assistance, Transport, Medical, Precertification) according to protocols and service-level expectations.</li><li style="margin-left:8px;">Create tasks and handoffs for nurses and assistance coordinators using approved templates and clear, complete notes.</li><li style="margin-bottom:11px;margin-left:8px;">Examples may include tasks related to coverage status, luggage support, companion coordination, and passport/travel documentation.</li></ul>Recognize when to escalate<ul style="margin-bottom:11px;"><li style="margin-left:8px;">Identify urgent or high-risk situations and follow escalation procedures immediately.</li><li style="margin-bottom:11px;margin-left:8px;">Recognize when a call requires immediate transfer to clinical staff or other specialists (for example, overseas admissions or emergent symptoms).</li></ul> Qualifications:<div style="margin-left:8px;"><ul style="margin-bottom:11px;"><li style="margin-left:8px;">Fluent spoken and written English.</li><li style="margin-left:8px;">Customer service experience (any industry) and comfort handling phone-based support.</li><li style="margin-left:8px;">Strong communication skills with the ability to remain calm, clear, and professional with a diverse global caller base.</li><li style="margin-left:8px;">Detail-oriented approach to capturing complete and accurate information to avoid delays in service.</li><li style="margin-bottom:11px;margin-left:8px;">Strong computer skills, including the ability to navigate multiple systems/screens while managing live calls.</li></ul></div> Preferred Qualifications: <div style="margin-left:8px;"><ul><li style="margin-left:8px;">Familiarity with general office procedures in addition to being computer literate with good keyboard skills. A sound working knowledge of Microsoft Word and Outlook is a requirement.</li><li style="margin-left:8px;">The ability to work under pressure as part of a close-knit team</li><li style="margin-left:8px;">Recognizes when situations require rapid escalation (medical emergencies, inpatient admissions, costs, facility requests).</li><li style="margin-left:8px;">Good organizational skills, the ability to prioritize workload and use own initiative.</li><li style="margin-left:8px;">Additional fluency or working knowledge of alternative language(s) </li><li style="margin-bottom:11px;margin-left:8px;">Exhibit empathetic insight into the customer journey, whether for a patient navigating a healthcare setting or a traveler in an international environment.</li></ul></div><div class="BulletedList" style="margin-top:4px;margin-bottom:1px;margin-left:8px;"></div> IMG is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, genetic information, disability, age, veteran status, and other protected statuses as required by applicable law.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...